Complaints

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• Initial Complaint

  Date:12/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I engaged these people to do a lot of work in my new construction house. See quote attached. Have paid them close to $44K since we started approx. a year ago. In this process, they have damaged one of my high end speakers which they acknowledged. Recently we had a falling out over them charging me for 6 security cameras when they only installed 4. I had to bring this issue to their attention, and while I have been reimbursed for the over charge of the camera's, they are refusing to fix my speaker or reimbursing me for the damage. I don't want these guys to come to my house, as every time they come, they mess other things up. My wife and I, both Senior Citizens, are afraid of them damaging more items and would like them to provide sufficient compensation for the speaker. The model of my speakers is discontinued and replacement value of new ones is $2425.00 plus tax (dealer located in Toronto). They can replace the speaker or give me money so i can go and buy a new pair. You can't buy single speakers. Furthermore, their business ethics are non-existent: You cant leave a customer that has paid you $44K because you mess up, as evidenced by the invoice and payment attached.

  Business Response

  Date: 12/09/2022

  Please see attached invoice showing credit of the accounting error RE: the 2 cameras. That has been dealt with but the customer must have forgotten.

  We have also provided this customer just under $1,400 a few days before this review was written - a negotiated amount to end our relationship.

  This customer has purchased all his high end equipment via 3rd party, and when we sent an invoice to troubleshoot a defective projector that we did not supply, customer started blaming us for problems unrelated to us.

  I would encourage any contractor to exercise due diligence when transacting with this individual.

  Customer Answer

  Date: 12/09/2022

  
  ********** ********
  
  I am rejecting this response because:

   

  The complaint is about fixing my speaker and has nothing to do with anything else.

   

  As stated in my original complaint, I had to point out to the company (they didn't realize it or care about the obvious accounting discrepancy) the overcharge of the installation of cameras.

   

  In my complaint, I have stated clearly that I was reimbursed. The "settlement" was for the deliberate overcharge of the cameras, which overcharge is clearly outlined in their own invoice and my payment confirmation.

  
  
  We are talking about damage to my speaker which was acknowledged by the individuals but is not settled. I was offered $500.00 for the speaker which I

  declined, and asked for $1000.00, which has not been settled and is outstanding. 

   

  The complaint has nothing to do with anything else and the projector issue is a red herring by the Comaony as I have never mentioned this item in my complaint.

   

  Perhaps the Company should read and understand the complaint properly

   

  I would caution anyone, especially Senior Citizens like me, against engaging this company. I have had to resort to *** in the hopes of forcing this Company

  to settle the damage to my speaker. Prior to ending the business relationship, I paid them $44K and in hindsight, regret the day I was referred to this

  company by someone we trusted. 

  
  
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 12/09/2022

  Accounting error was settled on invoice 1245 dated 2022-03-30 (5 months ago)

  Customer received negotiated settlement of 1389.90 on sept 3rd to end our business relationship (settlement means it’s over)

  And now he wants to squeeze us for another $1000. 
  

  What is going on here?

  Customer Answer

  Date: 12/09/2022

  
  ********** ********
  
  I am rejecting this response because:

   

  This is not about squeezing anything from anyone. PLEASE!

   

  There are 2 issues: the overcharge of the cameras, which was settled. The amount being tossed around by the Company in their last response relates to the

  cost of cameras overcharge AND the labour charge for billing for 6 cameras, when only 4 were installed at the time of billing. A fifth camera was billed and

  paid for separately. Upon providing evidence of this gross "accounting" error by the Company, they decided to settle for the cost of the cameras and labour

  charges. Well, thank you very much. 

   

  This is not an "employee and employer" relationship in that they are not accountable forever. I have clearly advised the company, by written communication

  that I will continue to hold them responsible for all the work done (for $44K) prior to THEM ending the relationship over their accounting negligence in

  overbilling. I didn't ask to "sever" the relationship. We still had projects on the go, but the Company's answer to being advised of the overcharge (their

  mistake) was to "sever" the relationship, and are using the reimbursement of the camera's as a pretext of "severing" all of their liability.

   

  The issue at hand is simple and is about damage to my speaker which they acknowledged and offered an extra $500.00 (over and above the "settlement" for the

  cameras) per written communication by an email, which copy I have sent to the company. In this email, the Company offered $500.00 and I asked for

  $1000.00 as a new pair would cost close to $3K (including taxes).

   

  I think this is fair and reasonable. Focus on the issue at hand, settle, and lets move on. Hopefully all the other work completed for $44K will work well and I

  will not have to deal with this company and its Principals anymore   

   

  
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 12/09/2022

  The problem I see is that we will continually be extorted even if we pay the 1000. 
  

  How do we deal with this? 

  Customer Answer

  Date: 12/09/2022

  
  ********** ********
  
  I am rejecting this response because:

   

  As I have said on numerous occasions to the Company in writing, all I want is compensation for damage to my speaker. As per our various emails, if

  you care to read and understand them,  I have stated that all I am interested in is settling the 2 issues ONE OF WHICH YOU ISS ALREADY SETTLED.

   

  Now lets settle this other issue and we move on.

   

  The only equipment you have supplied are the mediocre camera's, and everything else is labour. We have settled the camera OVERBILLING issue. Unless

  your wiring causes any further damage, there should be no reason for us to communicate further. As I have stated several times, in writing to you, I will

  continue to hold you responsible for the work you have done (for which I have paid a fairly large sum to you) and am not prepared to not you hold you

  unaccountable for that work and will only communicate IF AND ONLY IF an issue arises. I have no further interest in you. 

   

  All I am looking for again is settling the damage to my speaker and I am being very reasonable given the cost of a new pair of these high end speakers. 

  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 13/09/2022

  Hi ********, please see the attached summary of events related to:
  1. Camera reimbursement
  2. Negotiated settlement
  3. Request by customer for supplemental funds after settlement
  4. Note on his speaker
  
  Thank you
  
  ****** ******* ************
  

  
  

  Customer Answer

  Date: 14/09/2022

  
  ********** ********
  
  I am rejecting this response because:

  It is very disappointing that the Company would resort to fabrication of documents, provide an excerpt of an email to fit their narrative without disclosing

  the full text of the email thread, and pure lies.

  
  Please review enclosed email dated Aug 27, 2022, I wrote at 3.39 p.m. explaining that the work completed by the Company was not finished as I could

  switch on a connected device (Nuc). I further advised in this email that all other devices were working. At 4.05 p.m. I said specifically that both the MAG

  and BluRay were working but not this NUC device. This is typical of this company: they come in, do a half-assed job, then have to come back. It was

  obvious they did not check that everything was working BEFORE they left on Aug 26 2022 and I found it didn’t when I went to test it.
  

  The Company came in on Aug 29 2022 and it was determined that the projector was defective. Please note that the Company came in to analyze why the

  NUC was not switching on. This took approx. 30-45 mins. AFTER they left, they decided to bill me approx.. $200.00. The email of this correspondence is

  enclosed dated Aug 29 2022. This was the FIRST time in our business relationship, after I had paid $44K to them, that I questioned the $200.00 bill as IT

  WAS NOT DISCUSSED OR AGREED TO. Had the Company told me about this charge PRIOR to leaving my house, none of this would have occurred. Instead,

  in the same email thread, the Company, or ******, as one of the oweners, specifically, they would terminate the relationship. NOWHERE in this

  correspondence did I say I would not pay the bill and reiterated that, at 7.18 p.m., that I would pay the bill regardless of what they decide to do. I also told

  them that they were leaving me in a lurch as there were other projects on the go and the work was half finished;

  
  ****** has great difficulty understanding written English, is very unprofessional in his dealings, flies off the handle, and threatens and intimidates (e.g. we

  don’t want to deal with you anymore). This was demonstrated on 2 occasions when a bill is questioned.

  
  On Sept 3, 2022 at 2.01 p.m. I wrote to the Company and enclosed invoices dated Dec 14 2021 and payment confirmation of same, which clearly showed

  that they charged me for 6 cameras and when only 4 were installed. Copies of these invoices and payment confirmation enclosed.

  
  ****** decided to call me upon receipt of the email on Sept 3 2022. This conversation was probably the most unprofessional business conversation I have

  ever had with anyone and a supplier in my career. I have a recording of this phone call and will produce if this situation ends up in legal action;

  
  In the phone call, we agreed that he would reimburse me the following: (a) 2 cameras at $345.00 each for a total of $690.00; (b) their minimum charge for

  labour of $540.00; (c) and tax on the aforementioned amounts totalling $1230.00, for a total gross of $1389.90.

  
  7. The Company is now producing a so called “invoice” that shows I was reimbursed prior to the above. This is total rubbish!! WHY WOULD YOU REIMBURSE

  ME $1389.90 IF YOUR ACCOUNTING SHOWS THAT YOU GAVE ME A CREDIT OF $690.00 ALREADY??? I have never seen this invoice and would suggest that

  it is false. ******’s accounting is all messed up!!

  
  I have automatic deposit of any email funds received and the amount of $1389.90 was deposited directly into my account;

  
  I am enclosing the full text of the email dated Sep 3 2022, at 2.44 p.m.in which ****** claims that I “settled/severance” etc. This is utter nonsense. I

  responded at 3.01 and told him specifically that I was not prepared to hold them harmless and in the same email said I need my speaker fixed. I told him

  “fix my speaker and refund me the amount you overcharged and we are done. I will hold you responsible for any future wiring or network issues which you

  supplied, installed, charged and which may crop up;

  
  In the same email dated Sept 3, 2022, at 3.35 p.m., ****** says, “would an additional $500 for your speaker make you reconsider the wording (of holding

  Techsmart harmless and indemnify). And I responded, at 4.10 p.m. No I would not. I further said, “ All I can tell you is that the amount you indicated in

  your first email for the camera overcharge plus an additional $1K for the speaker which you have damaged.

  
  I am not asking for more money but only what ****** and I discussed. The issue of damage to my speaker was raised by me right at the outset and is not

  “NEW” to get more money. They have installed 20 speakers in my house;

  
  They are now admitting damage BUT are saying the speakers are "old and fragile", and in storage and that I have somehow “abused” the speaker.

  THIS IS UTTER NONSENSE AND TOTAL LIE. When the tech, ***** ****, was wiring the speaker, he called me and specifically stated that he broke the

  connector. The speakers were not in any storage and being used in our rental property while our house was being built. They are in MINT condition. I HAVE

  NEVER had any trouble with the connectors. I personally brought them with me in my car when I moved to Ottawa and never put them on a truck. ******’s

  argument is baseless.

  
  The true test of a company is how they deal with an issue with a customer. ******, as one of the owners of this Company, has demonstrated that he does

  not appreciate a supplier-client relationship, is totally unprofessional in his dealings, threatens and intimidates as his first line of defence, wants to end a

  relationship at the first sign of any issue, and does not have the maturity to deal with problems in a calm and professional manner. All this occurred over a
  

  stupid $200.00 bill that I agreed to pay in writing but which the Company deleted themselves. The reimbursement of the overcharge is legitimate. Rather

  than invoking all kinds of untruths and fabrications, they should honorably settle and move on. The speakers I own are made in Minnesota and I will have to

  ship this out in a specific container due to the delicate make of the speaker which should only be repaired by qualified personnel.
  

   

  This is one shameful company that resorts to all kinds of fabricated arguments rather than owning up and compensating!

   

  
  
  Sincerely,
  
  ****** ******